ITIL® 5 Service Certification - in Heathrow

ITIL® 5 Service Certification Course Outline

Module 1: ITIL Foundation Recap and Digital Products and Services Overview

• Introduction to Digital Products and Services
• Digital Product and Service Lifecycle Management Activities

Module 2: Discover

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Discover’ Activity
• Steps and Outputs of the 'Discover’ Activity
• Success Factors and Metrics of the 'Discover’ Activity

Module 3: Design

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Design' Activity
• Steps and Outputs of the 'Design' Activity
• Success Factors and Metrics of the 'Design' Activity

Module 4: Acquire

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Acquire' Activity
• Steps and Outputs of the 'Acquire' Activity
• Success Factors and Metrics of the 'Acquire' Activity

Module 5: Build

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Build' Activity
• Steps and Outputs of the 'Build' Activity
• Success Factors and Metrics of the 'Build' Activity

Module 6: Transition

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Transition' Activity
• Steps and Outputs of the 'Transition' Activity
• Success Factors and Metrics of the 'Transition' Activity

Module 7: Operate

• Key Concepts and Practices of the 'Operate' Activity
• Steps and Outputs of the 'Operate' Activity
• Success Factors and Metrics of the 'Operate' Activity

Module 8: Deliver

• Key Concepts and Practices of the 'Deliver' Activity
• Steps and Outputs of the 'Deliver’ Activity
• Success Factors and Metrics of the 'Deliver' Activity

Module 9: Support

• Key Concepts and Practices of the 'Support' Activity
• Steps and Outputs of the 'Support' Activity
• Success Factors and Metrics of the 'Support' Activity

Module 10: The ITIL Product and Service Lifecycle

• Managing the End-to-End Lifecycle
• ITIL, AI and Other Frameworks

Module 11: ITIL and Other Frameworks

• ITIL, AI and Other Frameworks

ITIL® 5 Service Certification Exam Information

The ITIL® 5 Service Certification Exam assesses delegates’ understanding and application of modern service management concepts and practices. It focuses on service delivery, value co-creation, service relationships, and approaches for managing and improving services in digital environments.

The ITIL® 5 Service Certification Exam is in the following format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Score: 70%
• Duration: 90 Minutes
• Open Book/ Closed Book: Open Book

Please note: Proof of training completion is required before the official exam results can be released.

Who Should Attend this ITIL® Version 5 Service Certification?

This course is suitable for professionals involved in managing, delivering, operating, or supporting digital services. It is particularly relevant to those who want to strengthen their understanding of the digital product and service lifecycle, service performance, and end-to-end service delivery. The following professionals can benefit from this course:

• Service Managers
• Support Managers
• Incident Specialists
• Process Owners
• IT Analysts
• IT Operations Professionals
• Service Desk Analysts

Prerequisites for the ITIL® Version 5 Service Certification

Delegates must hold any ITIL® 4 Certification, ITIL® Foundation (Version 5), or ITIL® Foundation Bridge (Version 5) before progressing to the ITIL® Version 5 Service Certification.

ITIL® Version 5 Service Certification Overview 

The ITIL® Version 5 Service Certification Course develops knowledge of managing digital products and services across the full lifecycle. It introduces the key lifecycle activities, their outputs, success factors, and metrics.

Delegates will develop an understanding of how lifecycle activities are coordinated, measured, and managed across digital service environments. They will also explore how ITIL®, AI, and other frameworks can support effective product and service lifecycle management.

This 2-Day course offered by The Knowledge Academy helps delegates apply lifecycle management principles in digital service environments. It also prepares them for the official ITIL® Service (Version 5) Certification Exam.

ITIL® Version 5 Service Certification Course Objectives

• To explain the key concepts of digital product and service lifecycle management
• To apply the Discover, Design, Acquire, Build, Transition, Operate, Deliver, and Support activities
• To identify the steps, outputs, success factors, and metrics across lifecycle activities
• To understand how lifecycle activities work together across digital products and services
• To explore how ITIL®, AI, and other frameworks support lifecycle management
• To prepare effectively for the official ITIL® Service (Version 5) Certification exam

Learning Outcomes of this ITIL® Version 5 Service Certification

After completing this ITIL® Version 5 Service Certification Course, delegates will be better equipped to manage and improve digital services across their lifecycle. They will strengthen their ability to support value co-creation, improve service experiences, use evidence to guide decisions, and drive continual improvement.

What's Included in this ITIL® Version 5 Service Certification?

• World-Class Training from Experienced Instructors
• ITIL® Version 5 Service Certification Examination
• Interactive Learning with 24*7 Support
• Digital Delegate Pack